Deskside Support Representative - 90% Remote

Deskside Support Representative - 90% Remote

Vacancy expired!

Deskside Support Technician
90% remote / 10% onsite in Modesto, Ca
The position of Deskside Support Technician – End User Computing (EUC) performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.
The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.
Essential duties for the position include, but are not limited to the following:

• Deskside Support for MAC and Windows (7 and 10)
• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with EUC equipment
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
• Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
• Provide repair and maintenance for mobile devices
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide warranty and break/fix support for networked printers and scanners
• Configure and support end users on mobile computing platforms
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
• Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
• Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Utilize problem management database and systems to track and report on customer calls and requests.
• Communicate technical information to technical and non-technical team and customers.
• Deskside support services as required.

• Provide support and maintenance of MAC hardware, Apple mobile products, Applications, Pro Applications and OS
• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with Apple products
• Perform installation, configuration, upgrade, repair, and preventative maintenance on software, hardware and/or systems related to Apple products
• Monitors and advises team on the support activities of the Apple Support center
• Provide on-site hardware support for general troubleshooting and problems for Apple products
• Apple support services as required.

JOB REQUIREMENTS/QUALIFICATIONS
Experience:

• 3+ years Deskside Support experience with MAC and Windows PC
• Shipping & Receiving Inventory & Stocking of spare PCs, laptops, printer & server parts
• Patch management for end users and servers
• Messaging: Email, mobile, e-discovery, RightFax
• HP & Ricoh Printer troubleshooting
• PC Hardware break/fix
• Software testing, certification & packaging
• Software break/ fix
• Windows and Mac operating systems
• WebEx & Jabber
• E-Discovery Data migration
• Server & Email Exchange support.
• Exchange Migration
• Premier Support
• H&F Maintenance
• Device Asset Tracking
• Vehicle Mounted Unit (VMU) Imaging and Support
• Software Testing (TSG)

Education/Certifications

• Bachelor’s Degree in Business, Information Technology or related field (or equivalent work experience is preferred)
• CompTIA A+
• MCSA: Windows 7 and 10
• MCSE: Desktop Infrastructure
• A+ Certification
• Apple Certified Support Professional (ACSP)
• Mac Integration Basics (MIB)
• Apple Certified MAC Technician(ACMT)